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Customer Service Supervisor job in Washington

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Job Ref:  TAME-USMD01195490
Employer:  Bombardier Inc.
Job Type:  Permanent
Country:  United States
County/State:  D.C.
City:  Washington
14/10/2016 22:04

At Bombardier, our employees work together to evolve mobility worldwide - one good idea at a time. If you have a good idea, we'll provide the environment where it will thrive and grow into a great product or customer experience. Your ideas are our fuel.

Based in Washington, DC, you will provide oversight and direction for the MARC Information Desk at Union Station and be immediately responsible for the customer service representatives (CSRs) that work at the Information Desk.

In your role you will:
  • Ensure that CSRs respond accurately and professionally to all passenger inquires and complaints;
  • Handle any escalated customer issues or complaints;
  • Keep the Manager of Customer Service and Claims (MCSC) apprised of daily activities and all customer service and operations related issues;
  • Assist the MCSC with scheduling to ensure continual CSR staffing, covering vacancies as needed;
  • Make public service announcements, including but not limited to informing passengers of delays or service disruptions;
  • Assist with data collection and management for customer service and operational functions;
  • Compile customer service reports and other reports as required;
  • Assist passengers with disabilities out to the trains utilizing the MARC cart;
  • Assist with pre-boarding ticket inspections as needed;
  • Implement and carry out the evacuation plan in the event of an emergency;
  • Provide input in training programs aimed at train crews;
  • Assist with training of Train and Engine crews on Customer Service and monitor results by audits of the same.

As our ideal candidate:

  • You hold an associate degree; a bachelor degree is preferred;
  • You cumulate a minimum of 3 years of work experience in a position with similar duties or in a customer service or communications position;
  • You must be proficient with Microsoft Suite (Excel, Word, PowerPoint, Visio, Outlook, etc.);
  • You must be able to travel as the role requires being able to ride the commuter trains on the Brunswick & Camden Lines, visit the facilities that are linked to the operations & maintenance Bombardier provides for the MTA;
  • Your English communication skills are excellent, both written and spoken.

We thank all applicants for their interest; however, only those under consideration will be contacted.

Join us at NA
Your ideas move people.

Bombardier is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, disability status, veteran status, or any other characteristic protected by Federal, State, or Local Laws.

the evolution of mobility
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